Support Solutions Engineer

Point of Rental Software • Fort Worth, TX

2d • $70,000 - $90,000 • Remote

About The Position

When a rental business hits a problem it can't solve, it comes to the Point of Rental Support team. We're the people who know the product inside and out and get customers back to renting fast. As a Support Solutions Engineer, you're the Tier 2 expert: you take the hardest cases, find the root cause, and make the whole team sharper along the way.

Requirements

• 3-5 years in software or technical support, including handling escalated or Tier 2 issues
• Strong troubleshooting skills across applications, operating systems and networks
• Working SQL knowledge: you can write queries to investigate and validate data
• A calm, clear way of explaining technical concepts to non-technical people
• Customer advocacy: you follow through, keep people updated and push internally when it matters
• Disciplined documentation habits
• Comfort working independently in a fully remote team
• Bachelor's in CS, IT or a related field, or equivalent experience

Nice To Haves

• rental industry experience
• hands-on Point of Rental experience

Responsibilities

• Own complex, escalated customer issues from first contact to resolution, across phone, chat and email
• Diagnose software problems by asking probing questions, reproducing issues and ruling out causes one by one
• Write and run SQL queries to investigate data issues and validate fixes
• Act as the escalation point for Tier 1 technicians, so customers get resolutions quickly and stay informed
• Partner with Development to report defects, give reproduction steps and push fixes for customer-impacting issues
• Translate technical answers into plain language that fits each customer's situation and business
• Document every case clearly, and turn repeat issues into knowledge base articles
• Train and mentor Tier 1 technicians on troubleshooting and the product
• Watch for patterns in performance and stability issues, and flag them before they become widespread

Benefits

• Medical, dental and vision
• 120 hours PTO
• 100% 401(k) match up to 4%

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level